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Understanding Society Ipsos MORI Understanding Society Evolving public services, evolving public opinion Social Research Institute Understanding Society Evolving public services, evolving public opinion July 2012 1 In brief Contents Do you need to understand the views and 01. Foreword 14. The primacy of privacy experiences of young people and teachers Bobby Duffy Harvey Lewis & Anna Beckett in Scotland? Ipsos MORI’s Teachers’ and First thoughts on this edition and One of Deloitte’s research directors Young People’s Omnibus surveys are the only the evolving story of public service joins with us to discuss what citizens omnibus studies of their type in Scotland. reform feel about the collection, use and sharing of their data. 02. Public service reform 2010-2012 18. Driving performance: Lauren Cummings & interview with Tim Kelsey, Gideon Skinner National Director for Patients & Information, NHS We explore the current trends in Commissioning Board thinking about public service reform, Ipsos MORI interview Contact: [email protected] and the public’s perception of the key themes. Tim Kelsey sets out how technology To stay up-to-date with Ipsos MORI’s latest can transform aspects of patients’ thinking on key public policy issues, visit our interactions with the UK’s health blogs: The Politics Wire and The Big Society 08. Delivering public services services. POLITICS WIRE BIGsociety in a new world: interview with former Secretary of the Find out how parliamentarians at Westminster Cabinet and Head of the 22. Towards new modes of giving and in the devolved assemblies see your Home Civil Service, Lord (Gus) Sally Panayiotou organisation with our cost-effective Key O’Donnell GCB Influencer Tracking programme. Ipsos MORI interview We discuss how technology can transform charitable giving. Lord O’Donnell considers how the Key Influencer Tracking public sector changed during his time working for three consecutive prime Contact: ministers, and the challenges ahead. [email protected] Do you need to understand the changing priorities in the public sector? Why not use our regular survey of public sector leaders, tapping into the opinion of those responsible for managing change. Contact: [email protected] 26. Reducing the regulatory burden Editorial team Graham Bukowski Bobby Duffy 12. The Future of Government We review the role of regulators and Gideon Skinner Communication how to achieve the right balance Anna Beckett Jenny Grey between protecting the public and Tom Mludzinski Executive Director for Government how to act proportionate to risk. Chloe Forbes Communication at No 10 and the Design Cabinet Office discusses how Rita Sexton government communicators seek 28. Public services: a Scottish to employ new techniques across e: [email protected] agenda? departmental boundaries to achieve www.ipsos-mori.com Mark Diffley their aims. www.twitter.com/IpsosMORI We consider the impact on public services if Scotland decides on independence and goes its own way. Foreword Welcome to the summer edition of the of Clapham in the London Borough • how technology can transform Ipsos MORI Social Research Institute’s of Wandsworth, he considers how the charitable giving; Understanding Society. In this issue public sector and civil service changed we consider public service reform in during his time working for three different • the role of regulators; and the UK, and the future challenges they prime ministers, and the challenges face in meeting public expectations ahead. • the impact on public services if and changing needs at a time of severe Scotland decides on independence. spending constraints. Also in this edition, we are very pleased to have an interview with Tim Kelsey, who An understanding of public attitudes The government has made much of after a year as Director of Transparency to public services in Britain should be its desire to make public services and and Open Data at the Cabinet Office, an essential component of the reform central government more efficient, is to become National Director for process, and we hope you enjoy reading claiming to have delivered “cashable Patients and Information at the new our latest thoughts on this. At the efficiencies” of £3.75 billion just in the NHS Commissioning Board. Tim sets Ipsos MORI Social Research Institute, first ten months in office. But aspirations out his vision for how technology can we remain committed to sharing the go further than that, with ambitions to help transform aspects of patients’ messages from our research in the transform the way services operate and interactions with health services and free belief that a better understanding of to open government up to new ideas, up resources. This is closely connected public opinion will lead to better social new ways of delivering services, and with attitudes to privacy and data- outcomes and service design. to new technology. As Francis Maude, sharing, and we also discuss research Minister for the Cabinet Office said, “we carried out with Deloitte on what citizens, As always if you would like to discuss any need to be on the cutting edge ensuring as customers of business and users of of the issues raised here, please get in our services are fit for the 21st century – public services, feel about the collection, touch. agile, flexible and digital by default”. use, and sharing of data. Much of the government’s narrative We are also extremely grateful to Jenny centres on putting the citizen at the centre Grey, Executive Director of Government of the system. To make this a reality and Communication for Number 10 and the design services that will meet users’ Cabinet Office, for her view on the future requirements, the relationship between of her profession. Jenny discusses the public services, the state and the citizen role of government communicators in and how to engage service users needs the current austere times, and how they Bobby Duffy to be just as much part of the debate as can employ new techniques and cross Managing Director, budget cuts. departmental boundaries to achieve their Ipsos MORI Social Research Institute aims. To help contextualise the current challenges, we are delighted to have This edition also includes our analysis of: an interview with former Secretary of the Cabinet and Head of the Home Civil • the latest on perceptions of public Service, Gus O’Donnell. Now raised services, and the social values these are to the peerage as Baron O’Donnell, based on; 1 Ipsos MORI Understanding Society Evolving public services, evolving public opinion Public service reform 2010-2012: a tale of support and scepticism Gideon Skinner Lauren Cummings 2 Ipsos MORI Understanding Society Evolving public services, evolving public opinion Against the backdrop of the eurozone likely to confront us within the next couple reform in mid-June.7 The report calls for crisis and a UK economy in double- of decades. some radical changes: a smaller, more dip recession, the March 2012 update strategic civil service; improved policy- on progress against the priorities set making capability, including piloting the out in the Open Public Services White Think tanks are increasingly commissioning of policy development by Paper made the case that radical public looking for inspiration from academics and think tanks; sharpened service reform was even more critical abroad accountability; improved performance given the deteriorating economic In the context of intense fiscal pressures, management systems and an improved conditions in the UK and Europe and think tanks have begun to look to the employment offer (see our interview with the intense demand from the public for developing world for alternative ideas. Gus O’Donnell for his take on some of high-quality public services.1 The 2020 Public Services Trust makes the this). case for “widening the lens” to capture as The case for radical reform has many ideas for public service innovation The Institute for Government, which therefore become even stronger as possible, and in particular from made recommendations for civil service over the last six months. developing countries, which often have reform in March 2012 and followed this Oliver Letwin MP and to contend with high levels of demand up with the publication of seven tests Danny Alexander MP from citizens in the context of severe of an effective reform plan, has reacted If the update on the White Paper is a fiscal constraint.5 The Serco Institute fairly positively to the plan. According picture of continuity, reflecting the same examined the case of India in particular, to its verdict, the plan establishes a principles set out eight months before, where social entrepreneurs clear direction for reform the debate about public service reform have stepped in where the Think tanks have that applies to most civil in the think tank sphere combines more state was absent, finding servants and addresses been warning that familiar lines of argument with fresh “frugal” but innovative the main strategic issues. ideas from around the world. ways of delivering high government needs The dual civil service quality public services, to take a longer leadership is working well Think tanks have been warning that the often to very deprived term view of public and senior civil service government needs to take a longer term populations who cannot service reform for leaders appear committed view of public service reform for several afford to pay. In line with several years now. to implementing the years now. The 2020 Public Services the government’s principle plan. The think tank’s Trust made this case in June 2009 when of decentralisation, Frugal report does raise some it published its report exploring citizen Innovation argues that allowing ‘bottom- concerns, however, including whether demand in 2020. More recently the up’ solutions to local public service or not there is the right political support IPPR has taken up the baton, publishing problems to flourish may result in services for the plan, and the lack of clarity about The Long View in June of this year.2 that better meet citizens’ needs.6 how reviews and reform actions will be Both reports highlight the impact of resourced.
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